Final Study Guide

Question 1

What does RATER stand for

Answer 1

Reliability 
Assurance 
Tangibles 
Empathy
Responsiveness

Question 2

What are four ways you can assure a customer

Answer 2

know all products and services
know the mission statement and organization of staff
good communication/listening skills
problem solving with knowledge and courtesy

Question 3

What are four things you can achieve by listening

Answer 3

figure out what customer needs
prevent misunderstandings
learn what to improve
build long term customer relationships

Question 4

What percentage of communication is body language

Answer 4

70

Question 5

When should you thank a customer

Answer 5

when they give suggestions 
when they refer a friend 
when they are patient 
when they keep notes
when they complain

Question 6

Name some general topics to discuss while taking a history

Answer 6

vaccine status 
signalment
chief complaint
history of the illness
environmental history 
medical/surgical history 
medication history 
dietary history

Question 7

What is a vaccine

Answer 7

A prepared weakened or killed pathogen or a portion of the pathogens structure that upon administration stimulates antibody production/cellular immunity but is incapable of causing severe infection

Question 8

Canine Vaccine Combos

Answer 8

DHP, CIV, Intrabord
DHP, Inj Bord 
Rabies, CIV, Intra Bord
Lepto, Intra Bord 
Lyme, Intra Bord

Question 9

What are normal and abnormal vaccine reactions?

Answer 9

May be tired the day after vaccines
Anaphylactic reactions are whole body reactions that occur immediately to 30 min after
Include: cardiovascular shock, respiratory distress, death, v/d and uticaria
Treat: premedicate with Benadryl if not severe, if severe may treat with intravenous corticosteroids, epinephrine, fluids